About this role
We are looking for an L1 Technical Support Engineer - MoMo with experience in telecom, mobile money, banking, payments, or transaction-processing environments.
Job Responsibilities:
- Receive and triage issues reported by customers, agents, and merchants through the contact centre and branch network.
- Verify transaction status — completed, pending, failed, or reversed — before advising customers.
- Handle first-line requests including PIN resets, account/KYC verification, statement clarification, incorrect-recipient transfers, and notification issues.
- Support agent and merchant enquiries related to float balances, till accounts, commissions, and onboarding.
- Escalate unresolved issues to L2 with complete diagnostic information.
- Identify recurring issues that may represent a wider incident rather than individual tickets.
- Record actions, findings, and customer communications accurately in the ticketing system
Job Skills and Qualifications:
- Experience with mobile money/payment platforms such as Huawei, Comviva, Ericsson, Fundamo, or similar.
- Basic Python or shell scripting knowledge.
- Exposure to USSD, SMPP, or SMS infrastructure.
- Bachelor’s degree in Computer Science, Engineering, IT, or a related field. Equivalent practical experience will also be considered
- 2–3 years of technical support experience in telecommunications, banking, payments, mobile money, or a similar environment.
- Good understanding of mobile money concepts, including wallets, cash-in/cash-out, P2P transfers, agent/merchant float, commissions, bill payments, airtime top-up, and wallet-to-bank transfers.
- Practical SQL skills, including joins, filtering, aggregation, and time-bounded queries.
- Working knowledge of Linux, including remote access, log searching, file navigation, and service/disk checks.
- Strong discipline when working in production environments.
- Ability to prepare complete technical escalations with transaction references, timestamps/time zones, amounts, channels, counterparties, errors, and troubleshooting already performed.
- Strong written and verbal customer communication skills.